IVR Studio 3.0 Guide. May Knowlarity Product Team

Transcription

1 IVR Studio 3.0 Guide May-2013 Knowlarity Product Team

2 Contents IVR Studio... 4 Workstation... 4 Name & field of IVR... 4 Set CDR maintainence property... 4 Set IVR view... 4 Object properties view... 4 IVR States... 5 Pre IVR... 5 Runtime IVR... 5 Post IVR... 5 IVR Nodes... 6 Start and Exception Flow Nodes... 6 Start... 6 IVR Flow... 6 Exception Flow... 6 Call Flow Nodes... 7 Debug Mode... 8 Call Conference (outgoing)... 9 Call Transfer Case CDR Conf Incoming DTMF Fax Goto Hangup If- Else InCall-PreAnswer Incall-Answer Record... 21

3 Ring-Ready Set- Language Sound Sub-IVR Var Operations Examples of Var Operations: Allowed Operations in Var Operations: Web List of System Variables available in IVR studio:... 28

4 IVR Studio Workstation Workstation is the window where you start development of IVR call flow using different objects /nodes. IVR node can be inserted in any of the three stages of an IVR: Pre / Runtime / Post Name & field of IVR Fields which are mandatory for saving an IVR. Give a descriptive short name. You can include version number in the name. should have further details like customer, type of call flow and version etc. Set CDR maintainence property You can decide whether SmartIVR will maintain Call Data Records (CDR) for this IVR or not. For products using IVR studio, this is generally set to False. For all enterprise customer IVRs this should be set to True. Set IVR view Here we are giving two types of views to know call flow of IVR : File browser view (default view) & Tree view. Object properties view On-hover on Instruction (i) icon of node,property of nodes easily available in right side of page.

5 IVR States Pre IVR In Pre-IVR state, we define the nodes to execute before a call starts. Generally used for outgoing calls. E.g. TTS or web query etc. Runtime IVR In the Runtime state, we define the nodes to execute during a call. Steps could include instructions like digit input (DTMF), recording, call forward etc. Or conditions like If-Else statements or Case statements. Additionally IVR developer can add iterations and webapi hooks in the call flow. These nodes are executed once the call lands on Knowlarity platform. Hence, some nodes can be executed before call is actually answered. Post IVR In the Post-IVR state, we define the nodes to execute after a call is hung up. All the data captured during the call is available in this stage, which includes caller details, transfer details, duration, hangup cause, call recording etc.

6 IVR Nodes An IVR node is a step in the call flow which an IVR developer will define for a customer s call flow. An IVR node can be inserted in any of the three stages of an IVR: Pre / Runtime / Post. The IVR can be created for both incoming or outgoing calls. Start and Exception Flow Nodes When you create a new IVR, for each call flow (IVR), the system inserts three (3) default uneditable nodes in the call flow. System will not allow removing these nodes. These are: Start Node # This denotes the start of the IVR. IVR Flow Node # An incoming or outgoing call will follow the flow of nodes under IVR Flow node. Exception Flow Node # In case there is an exception in any of the nodes under IVR Flow, the system will will raise an exception and the call flow will jump to the Exception Flow. By default the system hangs up here. You can define additional steps here by inserting nodes to handle the exception. Details of exception variables are described later in this document.

7 Call Flow Nodes Following are various types of nodes which can be inserted in an IVR call flow. These are discussed in detailed later in this document. The table below gives details of each node s availability in each stage of the the IVR. NODE NAME PRE-IVR RUN-IVR POST-IVR Call Conference Call Transfer Case CDR Conf Incoming DTMF Fax Goto Hangup If- Else InCall-PreAnswer Incall-Answer

8 Record Ring-Ready Set- Language Sound Sub-IVR Var Operations Web Debug Mode Each type of node described in this document has a check box where you can switch on debug node. During a call flow when that node is executed, debugging data is gathered and stored in the events available for you in the call logs. A node with debug option set to On appears in bright yellow color in the IVR studio. In case a node is executed multiple times within a particular call, the debug data is captured and stored in events for each iteration.

9 Call Conference (outgoing) This node initiates outgoing conference calls where the system will generate out calls to numbers provided in the call flow and put them in a conference. BASIC ADVANCED Field Provide Phone Numbers Select Moderated Provide Output Variable Select Hold music File Provide Number of tries Provide hold music variable Select Sound File (Language) Phone numbers separated by commas. Or variable name. Select True if conference should hangup once moderater quits, or False to continue with the conference even if moderater has quit. Variable to store result of conference Select sound file from sound resources of the user account Number of times IVR will try to connect to numbers to join into conference. Provide variable which contains path of the sound file to play as hold music Language based sound file from user account.

10 Call Transfer Can initiate outgoing call to numbers provided in the call flow using any mode like sequential or parallel. * Basic without bridge-dtmf

11 * Advanced with bridge-dtmf BASIC ADVANCED Field Phone Number Output Variable Select Hold music File Provide Hold Music Variable Select Hold Music Language Provide Max Bridged Duration (sec) Provide Overall Timeout (sec) Specify the phone number(s) or variable which needs to be connected.to specify options: , , <sequential forwarding> #20, #60 <sequential forwarding with timeout> <parallel forwarding> Variable to store the number that got connected. None in case of failure to connect. Select sound file from user account sound resources as the hold music to play Provide the variable with Path of the sound file to play as hold music Language based sound file from user account. Number of seconds call can remain in Bridged state. Number of seconds to try connecting to any of the number. This is the complete duration total for all numbers tried.

12 Provide Caller ID Specify the number or variable containing the number to be shown as caller id to Leg B (This is currently working only for SIP countries) Select Bridge Media If True then holdmusic will be neglected and the caller tune of Leg B will be audible. Provide Bridge DTMF This would enable option to bridge 3rd number within the call, by specifying predefined DTMF values. To specify options: 'default=<number>,1=<number1>,<dtmfext>=<number2>'. If this option is selected then only a single number can be provided as number to transfer call to. Case Depending on numbers of cases entered, select variable fields for the respective comparison. N+1 subbranches are created with case 0 as default branch and marking rest from case 1 to case 15 max. Internally the IVR object with smaller object ID gets the case number in ascending order, least one being default case. Field Select Variable Variable to compare. Number of Cases Number of sub-branches to create. Case # Provide value to check for each case #

13 CDR Specify variables(, separated) to be visible in Events(Logging). Field Provide Name/Key to log Provide the names of the dictionary variables to be logged into the CDR events Conf Incoming This node will bridge all the callers and start conference.

14 BASIC ADVANCED Field Select Hold music file Provide output variable Provide hold music variable Select language based sound file Provide Max duration of conference(mins) Provide Conference Pin Sound File to be played when a single person is waiting for others to join conference. Output result of conference. Provide the variable containing the file path of hold music to play Provide language based sound file Max duration for which a conference will be held. Provide pin to have multiple conference on single number. By default pin is 0.

15 DTMF Digit Input using prompt & proceed the flow based on given input. BASIC Field Provide Min Number of Digits Provide Max Number of Digits Provide Max Tries Provide Wait Duration Defines the min number of input digits to take form user. Defines the max number of input digits to take form user.minimun number of digits being 1 Defines number of times to prompt user in case of no or incorrect dtmf. Time in secs system would wait for the input from user.

16 ADVANCED Provide Output Variable Variable to store the value of DTMF. Select Sound File Stored Select sound file from user account or Select No match Sound file Path of the sound file with recording to notify user about wrong input (If input does not meet either regex criteria or min/max validation). Select No Input Sound File Path of the sound file with recording to remind user to input something in case of no input. Provide Terminating Key Provide Sound File Variable Select Sound File (Language) Provide DTMF Regex Provide NoMatch sound variable Select Wrong language based file Provide NoInput sound variable Select NoInput language based sound file Select hangup file Defines the terminating key to end taking input from user. Provide Path of the sound file with recording to prompt user for input. Language based sound file from user account. Specify the regex expression. For eg. in case the user should press either 1 or 2 then to restrict specify 1,2. Variable containing file path of sound to play for no-match Select language based sound file from user account to be played for NoMatch (Wrong match) Variable containing file path of sound to play for no-input Select language based sound file from user account to be played for no input If selected and the user crosses the max number of tries this sound will play and call will hang up. If no hangup file is selected then system would continue with rest of the IVR chain even after max retries. Can send notifications within a call flow

17 Field Provide Subject Provide From Provide To Provide Content Select File to attach Output Variable Subject of the Mail to be sent. Optional parameter to set From ( should be registered with K ). By default from id is List of comma (,) separated s to which mail will be sent. Content of the mail.to insert value of a particular variable use '${variablename}'. For eg '${ _content} Path of the file to be sent as an attachment. List of comma (,) separated s to which mail will be sent. Fax During a call flow you can instruct the call flow to either send or receive fax through a fax tone.

18 Fields Provide Variable to store fax file path(incoming) Provide fax file path(outgoing) Select Options Variable to store path at which file would be saved in tiff format after recieving Fax. File path that will be faxed. Default should be selected Goto IVR developers can perform complex call flow steps like: iterate (loop), skip using goto object.

19 Field Select Object ID Pull down menu to select from list of available object / node IDs. Provide Max Pass Maximum number of times this object forwards the execution to the go-to object. (Max = 49) Select Hangup File If selected and the user crosses the max number of tries this sound will play before hanging up. Hangup This hangs up the call. If- Else Conditional statement used to relate in between operators

20 Field Select Relational Operator Provide Value 1 Provide Value 2 ==,!=, > or <.== and!= run with text arguments, where as the < and > work with numeric arguments. One of the two variable for comparison. The other variable / value for comparison. The two sub-branches are marked true(t) or false(f). Internally the IVR object appearing first(file browser view) or appearing in left(tree browser view) is following the true path and the other for the false path. InCall-PreAnswer Do not answer node for incoming IVR.If this is the first node then IVR will not be answered automatically. A delibrate answer node would be required for the same.

21 Incall-Answer To answer the incoming IVR. Record Can record sound spoken by the caller with limitation of recording time.recording will be available in the Voic tab to maintain history. Field Provide Record Time Provide Silence Time Select Resource Type Maximum time of recording in seconds. Recording stops after this time or on detecting silence for specified number of seconds, whichever is first Number denoting seconds of silence which marks as recording termination vm: Recordings of this categorycan be accessed only via web and will not be available for future use within IVR.

22 Provide Output Variable Provide output url pfsr: Recordings of pfsr category will be available both via web and also within IVR. Variable to store the recorded file uuid for later use in IVR. Variable to store recording URL Ring-Ready This node is used for incoming calls, with before answer option. This helps in playing a sound before picking up the call. Field Provide Ring Time Select Sound File Select sound file Variable Select sound file Language Duration in secs for which sound will be played sound file from user account. Variable containing runtime sound file Language based file from user account.

23 Set- Language Node through which we can set language based on DTMF inputs. Upto 20 languages allowed in a single call flow. Field Select input variable Provide default value Values(1-20) Value which needs to be matched against corresponding Language In case of no match this value will be assigned to output variable Compares the input value with integers In case of match the value placed against that number is set as LANGUAGE.

24 Sound Can upload a static file and play that. Alternatively can play a sound provided during the call to play through an API. This node supports DTMF node,call transfer node,conference node etc. Field Select Sound File Provide sound Variable Select sound file Language Provide output Variable Sound file from user account, or Variable containing runtime sound file Language based file from user account. Variable containing output of stream file. It will have number of miliseconds for which file was played. If user hangs up during sound play then it says hangup. The variable has None if invalid sound file or any other exception occurs. Sub-IVR Refer an IVR to communicate with other IVR just by giving reference id of that ivr.

25 Field Provide Refereice ID Provide the reference code of the ivr to be included in the chain. Var Operations Node which helps an IVR developer to set their own variables with corresponding executable values (supported python values & functions) Field

26 Var Name of variable to set Exec Python executable value. It can be Integer, Strings, or python executable functions. Examples of Var Operations: A = 4, Var = "This is sample str", Var = "Templatization can be done on ${sample}", Sum = A + B,Sub = A-B,Divide = A/B,divide_float = float(a)/float(b),multiply = A*B, json_str = {'a':a,'b':'bb','c':{'c1':'cc'}},json_parse_c = json_str['c']['c1'], t1 = datetime.today(), t2 = datetime(2012, 11, 14, 11, 20, 29, ), t = t1- t2, time_str = t. str (), concat = str1+' '+str2, split = concat.split(' ')[3],replace = concat.replace('can','can'), rank = xmlparser(xml_str,'country/rank')[0],gdppc = xmlparser(xml_str,'gdppc') Allowed Operations in Var Operations: Operations Supported Not supported Assignment Number, string, dict, list, boolean - TypeCast str, int, float - inbuilt len','dict','type','xmlparser','datetime','sorted' - functions allowed String/dict ops capitalize', 'count', 'find', 'isdigit', 'islower',,isupper', - 'join', 'replace', 'split', 'strip', 'upper','update' Modules Math ('pow','factorial','ceil','floor','isinf','isnan','pi') - datetime - sleep not allowed Binary Ops Add, subtract, divide, Mod Mult - Only between integers or float values Pow - Upto 1 level for values not greater than 100 Bool Ops And, Or Compare Ops Gt, Lt, GtE, LtE, Eq Lambda - Completely unsupported While loop - Completely unsupported For loop - Completely unsupported multiple statements - Completely unsupported json dumps,loads -

27 Web The url for the http api. Value of variables can be inserted in the url using ${variable_name} format. eg: ' BASIC ADVANCED Field Provide URL Output Variable URL to be called for the web node Variable to store the response from the http api call or to save path of temporary file(if save file to disk option is selected) Save file to Disk Optional checkbox. If selected the result from api would be saved in temporary file in the specified format. Timeout Give the timeout value. Default = 30

28 Post Params Required to pass parameters for POST request.it will be in python dictionary format {'data1': 'val1','data2': val2}. In case of GET request leave blank. Post File Required to post a file. It will be in python dictionary format {'post_file': path_var} or {'post_file': '/path/of/file'}. 'post_file' is the name of parameter to be sent. List of System Variables available in IVR studio: Python supported custom variables in IVR 3.0 DESCRIPTION Availability (In IVR or Events) Within IVR recordingurl_system List of urls from call conference/call transfer/incoming conf voic url_system List of urls from record node Within IVR conferenceid_system session_uuid in case of call conference/call Within IVR transfer/incoming conf platform_status_from_bridge_api complete status from knowlus in case of call transfer In events member_info_n in case of call conference/call transfer/incoming con Within IVR IVR_DISP_NUM_SYS Display number Within IVR REF_NUM_SYS IVR refrence number Within IVR SESSION_ID_SYS Session id Within IVR INCOMING_SYS True or False (Incoming status) Within IVR

29 CALLERID_SYS Caller id (called - outcall / caller - incall) Within IVR SESSION_KNUMBER knumber Within IVR hangup_time_system hangup time of leg A Within IVR direction_system for outgoing and incoming Within IVR pickup_time_system Pickup time of Leg A Within IVR hangup_cause_system hangup cause Within IVR lega_duration_system leg A duration Within IVR legb_duration_system Leg B duration Within IVR start_time_system Leg A start time Within IVR end_time_system Leg B end time Within IVR language_system Language set after set language node Within IVR conference_path_system recording file name in case of call transfer/conference/incoming conf Within IVR exception_name_sys Exception name Within IVR exception_code_sys Exception code Within IVR exception_details_sys Exception details Within IVR exception_node_num_sys Exception node number Within IVR exception_node_name_sys Exception node name Within IVR exception_dict_sys List of all the Exceptions within IVR In events pre_debug_dict_sys Debug details of preprocess In events runtime_debug_dict_sys Debug details of runtime In events postprocess_debug_dict_sys Debug details of postprocess In events

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